Resolving Slow Internet Speed Issues
Experiencing slower than expected internet speeds? This comprehensive troubleshooting guide will help you identify and fix the root cause of your speed issues.
Understanding Your Internet Speed
Speed Terminology
- Mbps: Megabits per second (8 Mbps = 1 MB/s)
- Download Speed: Data coming to your device
- Upload Speed: Data sent from your device
- Latency/Ping: Response time in milliseconds
- Jitter: Variation in latency
Expected vs Actual Speeds
| Activity | Minimum Speed Required | Recommended Speed |
|---|---|---|
| Basic Browsing | 1-5 Mbps | 10 Mbps |
| HD Streaming | 5 Mbps | 25 Mbps |
| 4K Streaming | 25 Mbps | 50 Mbps |
| Online Gaming | 3-6 Mbps | 25 Mbps (low latency crucial) |
| Video Calls | 1.5 Mbps up/down | 5 Mbps up/down |
| Large File Downloads | 10 Mbps | 50+ Mbps |
Diagnostic Steps
Step 1: Baseline Speed Test
- Close all applications and streaming services
- Connect computer directly to router via ethernet
- Visit
speedtest.starhub.com - Run 3 tests, 5 minutes apart
- Record average results
๐ก Pro Tip: Test at different times of day. Speeds may vary during peak hours (7-11 PM) due to network congestion.
Step 2: Isolate the Problem
Test Different Connections
| Test Type | Result | Indicates |
|---|---|---|
| Wired to Router | Fast | WiFi issue |
| Wired to Router | Slow | Line or router issue |
| Different Device | Fast | Device-specific issue |
| Different Time | Fast | Peak hour congestion |
Common Causes & Solutions
1. WiFi-Related Issues
Problem: WiFi Interference
- Symptoms: Speeds drop significantly on WiFi vs wired
- Solution:
- Switch to 5GHz band
- Change WiFi channel
- Move router to open area
- Update WiFi drivers
Problem: Outdated WiFi Standard
- Symptoms: Old devices get slow speeds
- Solution:
- Check device WiFi capability (Settings > Network)
- Upgrade to WiFi 6 compatible devices
- Use ethernet for older devices
2. Network Congestion
Problem: Too Many Devices
- Check: Router admin panel > Connected Devices
- Solution:
- Disconnect unused devices
- Set up QoS priorities
- Upgrade to higher speed plan
- Add access point for load balancing
Problem: Bandwidth-Heavy Applications
Common Bandwidth Hogs:
- Cloud backups (Google Photos, iCloud)
- System updates downloading
- P2P applications
- Multiple 4K streams
3. Hardware Issues
Problem: Router Overheating
- Check: Touch router - should be warm, not hot
- Solution:
- Ensure proper ventilation
- Clean dust from vents
- Consider router replacement if old
Problem: Damaged Cables
- Check: Inspect all ethernet cables
- Solution:
- Replace any kinked/damaged cables
- Use Cat6 or better for gigabit speeds
- Ensure cables are fully clicked in
Advanced Troubleshooting
DNS Optimization
- Access router settings
- Navigate to Network > DNS
- Change DNS servers to:
- Primary: 8.8.8.8 (Google)
- Secondary: 1.1.1.1 (Cloudflare)
- Save and reboot router
MTU Size Adjustment
- Default MTU: 1500
- For PPPoE connections: Try 1492
- Test with ping:
ping -f -l 1472 google.com - Adjust down if packets fragment
Line Quality Test
For Advanced Users: Run continuous ping test to check line stability:
ping -t 8.8.8.8
Look for consistent response times and no packet loss.
When to Upgrade Your Plan
Signs You Need More Bandwidth
- Consistently hitting 80%+ of plan speed
- Multiple users reporting slow speeds
- Buffering during peak hours
- Work from home requirements increased
- Added smart home devices
Speed Requirements Calculator
| Household Size | Usage Type | Recommended Plan |
|---|---|---|
| 1-2 people | Basic browsing, streaming | 500 Mbps |
| 3-4 people | Multiple streams, gaming | 1 Gbps |
| 5+ people | Heavy usage, smart home | 2 Gbps |
| Home business | Video calls, large transfers | 2-3 Gbps |
Preventive Measures
Regular Maintenance
- Reboot router monthly
- Update firmware quarterly
- Clear device cache regularly
- Monitor connected devices
- Schedule large downloads for off-peak
Network Optimization Tools
- StarHub Speed Test: Official speed testing
- StarHub WiFi Analyzer: Coverage mapping
- Network Monitor: Real-time usage tracking
- QoS Manager: Bandwidth allocation
Getting Support
Before Contacting Support
- Document speed test results (wired and wireless)
- Note times when issues occur
- List all troubleshooting steps tried
- Have account details ready
Quick Support: Use the StarHub app's diagnostic tool for automated troubleshooting. It can detect and fix many common issues instantly.